Frequently Asked Questions

What's the best way to resolve an urgent issue?

The fastest way to get help is to email us help@moz.com or visit our contact page to reach out. We'll reply within 24 hours, but it's usually a lot faster depending on when you reach out and how busy we are.

How fast is Moz Support average email response time?

On average we reply to support queries within 1 hour.

What if I have a Moz billing issue?

For billing queries we will need to contact you via email anyway to confirm account ownership, so email is the best way to resolve any billing issues. Email help@moz.com or visit our contact page.

Who are the Moz Help Team?

All Moz helpsters are real, live humans working from Vancouver, London, Australia, and Seattle. When the East Coast logs on, London is heading out for a pint, then Australia hops online while the East Coast heads out for dinner, and finally when it's evening time in Australia, our London crew rolls up their sleeves. So you see, we have global online coverage to get your queries answered quick smart!

Find out more about the Moz Help Team on our Help Hub homepage, scroll down to Meet the Team.

How Do I Find Out if Moz Tools Fit My Needs?

The best way to find out if the tools suit you business needs is to sign up for the Moz Pro free trial. You can cancel at any point within the free trial if you don't want to be charged. Once you sign up you can start learning how to use the Moz tools with a webinar walkthrough. You'll then be able to sign up for a 1:1 demo of the tools for yourself and your team.

If you're wanting to know more about Moz Local then the best place to start your journey is on our Check Listing tool guide. You will need to have a physical business in the US or Canada to use this tool. If you are located in another country, or operate online then the Moz Pro free trial is your best starting point.

What If I Find a Bug?

Bugs happen, if you come across one please don't hesitate to let us know! It can help to try a few general troubleshooting steps just to see if it's a temporary glitch. If you encounter a potential bug, please try these steps:

Refresh your browser and clearing out your browser cookies and cache

Open a fresh incognito browser and see if the process works

Open another browser like Firefox or Chrome and see if the process works

Still Stuck? Time to Grab Some Screenshots

To help us figure out what's going on please let us know the following information and screenshots. Here's what we'll need:

What browser are you using? (eg: Chrome, Firefox)

A description of the steps are you following to receive the error or issue